New user does not receive invitation mails

[Sevgin Mustafov]

Hello, 

Hope all good and you're doing well! 

I have registered for Jira and Confluence Cloud. Then I invited 4 people in my team. Unfortunately, one of the email addresses I invited didn't exist at that time. I created that particular mail address later on but it still does not receive invitation mails. 

I have checked them mail through the cPanel of my hosting company and it seems to be working. There are no mails in Junk/Spam folder. 

I read about similar situations but what should I do for unblocking that mail? 

Thanks!

[Andy Heinzer · Accepted solution]

Hi @Sevgin Mustafov 

I found one user address that was suppressed by our mail system on the same email domain as your account.

I have removed that entry from our system, so you should now be able to re-send that invite to that address and it should get delivered provided that account is now valid.

If there is a user with a different email address that is getting rejected, please let me know and we can take a closer look.

Thanks

Andy

[Sevgin Mustafov]

Thank you very much @Andy Heinzer , that was exactly what I needed! 

[Pramodh M]

Hi @Sevgin Mustafov 

You need to Sign up for the Atlassian account before Atlassian can send the mails for the account.

Navigate to id.atlassian.com and Sign up with the email you just created

Then, navigate to start.atlassian.com to see Jira and Confluence Sites you have invited the user for.

Thanks,
Pramodh

[Sevgin Mustafov]

Thank you @Pramodh M for your quick reply<

I have signed up for an account, I have one and it's perfectly fine. My account is Org  Admin. When I go to administration -> Directory -> Users I see four people I have invited. Three of them are Active but one of them, the latest one is in state Invited. No matter how many times I click on Resend Invite the user does not receive the invitation.

[Pramodh M]

Hi @Sevgin Mustafov 

It does not update immediately and takes around 4 hours to update as per details in info

User can still log in and will have the access to the site you have invited.

Ask the user to navigate to start.atlassian.com 

Thanks,
Pramodh

[Sevgin Mustafov]

It's been 20 hours since I invited the user. 

What if its mail is blocked (bouncing)? Will it be unblocked automatically? 

[Sevgin Mustafov]

I opened start.atlassian.com and used the mail address. Didn't receive the invitation mail though. 

[Sevgin Mustafov]

Hi @Pramodh M 

Is there any way to check if our mail server is somehow blocked because I saw bunch of similar problems and the remediation to the problem seems to be unblocking the mail server. 

However, it's a bit strange if that's the issue because all other users in the exactly same domain receive mails.  

[Pramodh M]

@Sevgin Mustafov 

You would need to raise the Atlassian Support Ticket here

Thanks

[Wei Lin]

@Pramodh M

we have same problem  as Sevgin Mustafov 

Mail address  is  [redacted]

[Andy Heinzer]

@Wei Lin I found that account had a bounced message recently

550: 550 5.4.1 Recipient address rejected: Access denied. AS({hex}) [SG2APC01FT0040.eop-APC01.prod.protection.outlook.com]

2022-04-15T00:42:08+00:00

I have removed this entry.  You can try again to invite or message that user and it should work provided that account is active now.